Customer Service 101 – Going the extra mile

It was the missus’ birthday on Saturday. My mother is in Australia helping my sister after delivering my new nephew (ok his name is Cash…don’t go on about SFNS, I’ve already got a ticking off for that)? and so she thought she would send a gift to the missus.

She called up Snob Designer Cupcakes and arranged for a dozen cupcakes to be delivered. The cupcakes look like this one at left with beautiful roses on the top that i think are a mock cream.

Well Mum thought that all was well and didn’t think too much more about it.

The courier however decided to be Mr Klutz and dropped the box. Knowing he had picked up the box from a cake shop he looked inside and saw the carnage. He then decided to take it back to the shop. The owner was beside herself. here was an order than a courier had rooted and it was for a birthday so not much use getting after the date. She was also busy organising her Cupcake? Wedding bouquets for several weddings as well.

Still she took the time out to try to contact my father to explain what had happened and also had the foresight to call home, the delivery address she knew of course, and explain what had happened. She told Mrs Whaleoil that she could have a new batch made and delivered to her at 6pm if that was alright. Well we were booked to be out at dinner at that time but this did not deter Janine, the owner. She said they would be delivered to the restaurant if she could just have the address.

At a little after 6pm they were duly delivered and a more beautiful box of designer cupcakes you couldn’t imagine. Little did we know that it was Janine or her partner who had driven from the North Shore to Howick to drop them off. Janine had also left a message on Dad’s cellphone and once he managed to overcomethe technical difficulties of him clearling his own voicemails found that Janine had offered a credit as well as the second delivery.

Well today Dad phoned Janine and told her not to issue the credit note. She had delivered what was ordered on the day specified despite the shortcomings of the courier company.

This is customer service above and beyond the call of duty and Janine deserves to be recognised for that. Outstanding customer service. Other lesser beings might have just thought “oh fuck it” and issued a credit and done nothing else except say sorry and shrug, but not Janine, she thought about the occasion and how much that meant and met her customers requirements even if it meant extra work for her.

So dear readers, please support Janine in her business next time you want to send something special. Her business has the Whaleoil seal of approval.

Oh and Janine, get a new courier company.

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